What is Social CRM?
Social CRM is the integration of businesses' customer relationship management (CRM) strategies with social media activities. Every business uses social media to communicate directly with its customers. Social media is a very effective channel for businesses that want to optimize their interactions with customers.
The We Are Social 2021 Turkey Social Media Usage report is as follows;
- There are 76.89 million mobile device users in Turkey. This is 90.8% of the population.
- There are 65.80 million internet users in Turkey. 77.7% of the population uses the internet.
- There are 60 million social media users in Turkey. This rate is 70.8% of the population.
- Social media users have increased by 11% compared to 2020.
Based on the above information, it is seen how important social media usage is. Social media platforms are becoming a more and more focal point in marketing activities every day.
Social CRM is born with the combination of traditional CRM tools and social media platforms such as Twitter, Instagram, Linkedin, Facebook, and Tiktok. Businesses must actively use social media to achieve success in marketing activities.
If you want your business to be successful, it is essential to cooperate with Social CRM. You can collect data about your customers with traditional CRM programs. However, social media platforms offer the most up-to-date data. With Social CRM, you can collect and analyze the most accurate information about your customers.
You can work with the Kumsal Ajans team to use the power of social media correctly in customer relationship management.
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What are the Advantages of Social CRM?
Social CRM is a term that has started to be heard in the field of marketing in recent years. Today, many small and medium-sized businesses are trying to implement social CRM policies without knowing it. You can make this process more systematic with professional consultancy services.
The advantages of Social CRM can be listed as follows;
- Social CRM offers a real-time information source to businesses. By analyzing the data about your target audience, you can develop effective strategies to reach them. You can respond to all the expectations of your customers at the highest rate and become very advantageous in finding new customers.
- You can collect detailed information about your existing customers and potential customers from social media. Thus, you can optimize your advertisements and campaigns to meet the expectations of your customer base.
- Social CRM allows you to easily access hard-to-reach information about customers, such as lifestyle and demographic features. Thus, you can create the right marketing methods and customer-specific campaigns more easily. In other words, Social CRM offers your business the ease of creating personalized marketing campaigns.
- You can instantly learn what people think and talk about your products and services on social media. Thus, you can easily meet the expectations regarding your products and services.
- Social CRM offers businesses the opportunity to receive the fastest and most up-to-date feedback. By getting instant feedback, you can immediately intervene in customer requests and complaints and ensure customer satisfaction at the first moment.
Kumsal Ajans offers you professional Social CRM consultancy services.
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What are the Differences Between Traditional CRM and Social CRM?
Traditional CRM is a management strategy that will make the relationships with customers harmonious and consistent in all departments and use up-to-date technology in customer relations to increase the earnings of the business. The applications you can implement and the data you can obtain in traditional CRM are
more limited than in Social CRM
.
In traditional CRM, activities such as mail marketing and telephone marketing can be done with existing customers only at certain times and dates of the day. In Social CRM, on the other hand, you can communicate 24/7 with your potential customers on social media. In traditional CRM, there is a one-way communication process from the company to the customer. However, in Social CRM, companies can communicate with customers mutually. In other words, customers can also contact your business as they wish.
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How to Do Social CRM?
Social CRM is a marketing planning that businesses make in accordance with the needs and wishes of the target audience analyzed on the internet and social media. In the Social CRM process, potential customers and existing customers can be contacted via the website and social media platforms. From here, surveys can be created where customers can convey their wishes, requests, and compliments. In other words, you can easily see the relationships of customers with the business actively on social media.
You can get instant feedback from customers. However, the feedback obtained must be processed correctly and made into active data. Information obtained from different channels for the same customer can be combined, and the latest data can always be updated. In this way, you can create personalized marketing activities.
In Social CRM, you can group your customers according to certain features. You can easily do this with Kumsal Ajans tools. In this way, your company can develop a marketing policy suitable for customer demands.
Many tools and technologies can be used together in Social CRM. Social CRM is a process that you can optimize with Kumsal Ajans consultancy other than a tool. We also train your team and enable you to professionally manage customer relations on social media within your own organization.
Businesses that can read social media successfully can market their products and services more effectively and achieve great success in creating brand awareness and brand loyalty.
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Why is Social CRM Important?
As social media started to be so much in life, some changes also occurred in customer relationship management (CRM) as in every field. A concept called Social CRM emerged. With social media, information progressed very quickly and consumption became very fast. It was seen that traditional CRM systems could not meet the needs of brands and customers. Businesses started to invest in Social CRM together with traditional CRM.
In our country, as in the whole world, consumers are becoming social consumers. Consumers of all ages have started to use social media actively. Social media platforms have become the most important source of access for businesses.
Time limitation is one of the most important reasons for using Social CRM. In traditional CRM, it takes a long time for businesses to reach the customer and respond. With Social CRM, these processes can be instant. A business should be able to respond to a customer request in 20-30 minutes. Since customers are available 24/7, the same is expected from businesses. With Social CRM, the date and time disappear, and accessing customers becomes very practical.
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What to Pay Attention to When Doing Social CRM?
If businesses want to achieve success in Social CRM, there are some points they need to pay attention to. One of the most important points in this regard is the principle of transparency. Businesses should always act with the principle of transparency on social media platforms as well. Giving incomplete, wrong, and veiled answers to the customer can lead to failure in Social CRM.
On social media, businesses try to announce the praises they receive from customers to everyone. However, on the contrary, they try to hide the complaints from everyone. Businesses should not hide the complaints and the responses given to the complaints from the customers. No customer wants the comments made on the website and social media accounts to be deleted. A sincere, heartfelt, and transparent response instead of classic answers can satisfy the customer.
The Social CRM strategy should also be determined correctly. The brand's communication strategy and interaction strategy with customers should be determined professionally.
The most appropriate way to contact the customer should be with the right data
. The Social CRM strategy is not the same for every business. It varies according to the business sector, size, and customer base. It would be right to get professional consultancy services in the process of determining, implementing, and analyzing the strategy in Social CRM and implementing the necessary strategy changes.
You can get efficient and professional Social CRM consultancy services with Kumsal Ajans.
